(Senior) Consultant / Business Analyst – Customer & CRM in Financial Services (m/w/d)

The role

You will analyze customer processes and systems for banking and insurance clients. You will translate business requirements into specifications and support the implementation of CRM and client lifecycle management solutions.

What you will do

• Analyze customer processes such as onboarding, KYC, master data maintenance, customer service, and offboarding.
• Identify improvement and automation potential.
• Collect, structure, and prioritize functional and technical requirements.
• Translate requirements into use cases, user stories, and specifications.
• Model current and target processes with BPMN and data/system relationships with UML.
• Support the introduction, development, and integration of CRM solutions like Salesforce or Microsoft Dynamics 365.
• Moderate workshops with stakeholders from business, IT, and operations.
• Prepare decision templates for management.
• Ensure traceability from business goals to implemented solutions.
• Take responsibility for sub-projects or workstreams and mentor junior colleagues as a Senior.

Required qualifications

• At least 3 years of consulting experience, ideally in management or IT consulting with a focus on Financial Services.
• At least 3 years of experience with CRM topics and tools, especially in projects for introduction, development, or integration of CRM systems.
• Sound industry knowledge in the banking or insurance environment, especially regarding customer processes and Client Lifecycle Management.
• Solid methodology competence in business analysis: requirement management, process modeling with BPMN and UML, and experience with agile and classic project methods.
• Demonstrable project experience at the interface between business and IT.
• Quick comprehension to work into new topics, systems, and customer environments.
• Motivated, proactive, and solution-oriented.
• Clear, structured communication.
• Business fluent German (C1/C2).

Nice to have

• Experience with regulatory requirements in the customer environment, e.g., KYC/AML, MiFID II or FIDLEG, or data protection (DSG/DSGVO).
• Experience with adjacent topics such as Customer Data Management, Omnichannel, Marketing Automation, or Customer Experience.
• Certifications in Business Analysis or CRM (e.g., IREB CPRE, CBAP, Salesforce certifications).
• Experience in agile setups (Scrum, SAFe) as a Business Analyst or Product Owner.
• Very good English skills.

About the company

Capco values individuality and a #BeYourselfAtWork culture that promotes diversity and collaboration.